Call Statistics

The Call Statistics page provides a high-level view of call performance for calls handled by phone.systems™. Use it to review total call activity, call outcomes, duration-based metrics, and time-based trends for the selected period.

Call Statistics are based on the final outcome of completed calls and aggregated over the selected time period and filters. Individual routing attempts are not displayed as separate records.

Important

The date and time shown in Call Statistics follow the time zone used by the interface on the device in use.

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Filters

Use the filters at the top of the page to narrow down the displayed statistics.

Filter	Description
Time range	Filter statistics by a predefined or custom date and time range.
Source	Filter by source type and value. Available source types are User and Inbound trunk.
Destination	Filter by destination type and value. Available destination types are User, PSTN, Call Flow, and Call Pick-up.
Type	Filter by call direction (Inbound, Outbound, or Internal).
Source number	Filter by the caller phone number.
Destination number	Filter by the callee phone number.

Note

• Filters can be used individually or in combination. When multiple filters are applied, only statistics for calls that match all selected criteria are shown.

• If you do not see all available filters, click More filters and add the filters you need.

• The Source and Destination filters display additional fields based on the selected type:

  • Selecting Source: User shows a user selector.

  • Selecting Source: Inbound trunk shows an inbound trunk selector.

  • Selecting Destination: User shows a user selector.

  • Selecting Destination: Call Flow shows a call flow selector.

  Use these additional filters to select a specific user, inbound trunk, or call flow.

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Key metrics

The summary cards at the top of the page display the main metrics for the selected period.

Metric	Description
Total calls	The total number of calls included in the selected period and filter set.
Inbound calls	The number of inbound calls included in the selected period.
Outbound calls	The number of outbound calls included in the selected period.
Internal calls	The number of internal calls included in the selected period.
Total call duration	The combined call duration of all calls in the selected period.
Average call duration (ACD)	The average call duration per call.
Average wait time (AWT)	The average time callers waited before the call reached its final outcome.
Answer rate (ASR)	The percentage of calls that were answered successfully.
AI billing	The AI billing amount for the selected period when AI-related billing data is available.

Fig. 1. Key metrics

Call outcomes

The Conversations summary groups calls by their final outcome:

• Answered - The call was successfully connected and media was exchanged.

• Lost - The call was not answered by the destination.

• Resolved - A call that was previously lost and was later resolved.

These outcomes are also used in the Call Volume chart.

Fig. 2. Call outcomes summary

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Charts

The charts on the Call Statistics page visualize how key metrics change over the selected period.

Chart navigation

Use the controls above the charts to change how data is displayed over time.

The available grouping tabs are:

• Hour - Groups values by hour.

• Day - Groups values by day.

• Week - Groups values by week.

• Month - Groups values by month.

Select a tab to update all charts to the chosen time grouping.

Fig. 3. Time grouping tabs

You can zoom in to focus on a specific time range. Click and drag across the chart to select the period you want to view.

Fig. 4. Zooming in on charts

Available charts

Chart	Description
Call Volume	Shows the number of calls over time, grouped by final call outcome. The chart displays Answered, Lost, and Resolved values for each time bucket.
Average Call Duration (ACD, sec)	Shows how average call duration changes over time.
Average Wait Time (AWT, sec)	Shows how average wait time changes over time.
Answer Rate (ASR %)	Shows how answer rate changes over time.
AI Billing amount (USD)	Shows AI billing values for the selected period when AI-related billing data is available.

Fig. 5. Available charts